On Dec. 17, Salesforce unveiled Agentforce 2.0, the most recent iteration of its AI-driven platform. It’s designed as a customizable “staff” of semi-autonomous AI brokers.

Agentforce 2.0 consists of enhanced reasoning and knowledge retrieval capabilities that allow AI to reply to complicated questions. Salesforce describes Agentforce 2.0 as “the digital labor platform for enterprises,” providing a “limitless” workforce powered by AI brokers. These brokers may be deployed throughout any division, geared up with a brand new library of pre-built expertise, and might take motion throughout programs or workflows.

“People with brokers drive buyer success collectively,” Salesforce CEO Marc Benioff stated throughout a livestreamed presentation.

Agentforce 2.0 might be launched in full in February 2025. Nevertheless, customers can start deploying Agentforce 2.0 in Slack in January.

What’s new about Agentforce 2.0?

By Agentforce 2.0, customers can pull from a library of agent “expertise” — AI brokers designed for particular duties — or construct their very own utilizing pure language prompts. These brokers can execute multi-step plans and observe “if/then” directions, providing flexibility throughout varied workflows.

Pre-built expertise and workflow integrations enable for simpler customization. Brokers constructed by means of Agentforce can seamlessly hook up with instruments like CRM, Slack, Tableau, Mulesoft, and Salesforce’s AppExchange.

New, pre-built expertise embody:

• Gross sales Growth.
• Gross sales Teaching.
• Advertising and marketing Marketing campaign.
• Commerce Service provider.

In Tableau, Expertise for Analytics and Perception present visualizations to trace and analyze how nicely brokers carry out.

Slack integration is one other key spotlight. With Slack Actions, customers can automate updates by setting an agent to ship mission updates through direct message.

A few of these options are already out there:

• Tableau Semantic Layer, Expertise for Gross sales Growth, and Expertise for Gross sales Teaching can be found now. The latter two add $2 per dialog to your Salesforce invoice.
• Expertise for Tableau will launch on Dec. 18.

Agent Builder gives an answer for patrons who don’t discover what they want among the many pre-built brokers. Utilizing pure language prompts, customers can design their very own brokers. Salesforce supplied “’Onboard New Product Managers” for example of a customized immediate. Agent Builder can even embody pre-built Slack actions.

How does Agentforce 2.0 combine with Slack?

In Slack, staff can message or point out the Agentforce brokers simply as they might a coworker. Customers can even discover a new Agentforce Hub inside Slack.

Generative AI allows Slack Enterprise Search, a brand new option to think about context from Slack DMs, channels, and canvases.

Agentforce in Slack, Slack Actions in Agent Builder, and Slack Enterprise Search will all be out there to most people in January.

SEE: Organizations want to know the variations between forms of AI to keep away from pointless bills — and generally, the job doesn’t name for generative AI.

How does the Atlas Reasoning Engine improve Agentforce 2.0?

“Reasoning” is the following frontier in generative AI, with fashions like Amazon Nova performing complicated operations barely extra slowly than their friends to generate deeper solutions. Salesforce’s contribution is superior reasoning and retrieval-augmented era in Atlas Reasoning Engine, the mannequin behind Agentforce.

Salesforce’s instance of a query which may profit from superior reasoning was, “What could be the best funding car for my little one’s school fund based mostly on my present revenue and threat preferences?”

With RAG, Agentforce can pull unstructured metadata from elsewhere within the Salesforce Platform. Basically, RAG checks the AI’s work.

“Unity Environmental College is leveraging Salesforce’s Agentforce to broaden our help past routine inquiries, permitting our staff to concentrate on learners who want extra customized steerage,” wrote Melik Khoury, president and CEO of Unity Environmental College, in a press launch from Salesforce. “By integrating agentic AI into our workflows, we are able to shortly tackle normal questions like monetary support particulars or class registration whereas releasing our staff to interact extra deeply with college students.”

Enhanced reasoning and RAG within the Salesforce Platform might be open for enterprise in February.

Salesforce goes all-in on AI

Salesforce has dedicated considerably to integrating generative AI into its merchandise, together with the enthusiasm for Agentforce that kicked off in September.

“Within the subsequent few years, I’d anticipate we’ll be capable to ship extra agentic specialists,” Claire Cheng, VP of machine studying and engineering for Salesforce AI, stated in a press launch.”The reasoning engine must be one of many first components enterprise organizations think about when evaluating digital labor choices.”